Complaints
This profile includes complaints for RR Living's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 73 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I moved out of my apartment on December 27, 2021. I have been asking for my deposit to be returned since January of 2022. I have spoken to several people here at the Vanderbilt property as well as staff at the corporate office in Dallas, Mainly Tanya. I have only been given the run around. I was first told the people who owned the unit prior to them took the deposit with them. I was told the release to refund my deposit was authorized in May. I was told it was mailed. On Thursday September 8 2022, I spoke with the regional manager and I was getting the same "well let me check story". I left their office with my head spinning because it wasn't going anywhere. Only more excuses. I am due a refund for the apt 130.00 and a pet deposit 150.00. I want the Company to honor the law and pay double for not returning my deposit in a timely manner. I am demanding 560.00 be refunded to me. Thanks
Business Response
Date: 12/19/2022
Business Response /* (1000, 7, 2022/09/28) */
Ms. **** ******* made contact w/myself the Regional mgr. (H******,J) in the beg.-mid Sept. 2022 requesting her deposit refund; I was able to locate Ms. *******s file, but explained her last Rental Lease Contract stated $0 Deposit paid, but that I would investigate her claim w/The Vanderbilt Apts. After careful research, I have located all of her Rental Lease Agreements(from 2017-2022) all contracts state $0 Deposit paid, as well as an additional original lease addendum called "Peace of Mind-Security Deposit Eliminator Bond", which stated in lieu of the $750 deposit that was required at time of renting, she could opt to do a NON-REFUNDABLE FEE OF$131, of which Ms. ******* signed. Therefore, Ms. ******* is NOT due any refund as she had $0 deposits in holding.
Consumer Response /* (3000, 9, 2022/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed my lease, I was told by Anna, the Vanderbilt's leasing agent to make my money order out to Peace of Mind. When I asked her why not to the Vanderbilt she told me that they were the party that held the deposits, so I was mislead. I am still due a double refund for my pet deposit. I paid 300.00 for my pet. I was told only 150.00 would be refundable at the time of move out. I have been requesting my refund since January 2022. I'm attaching my last statement from the apartments which shows proof I was pay for my pet, which required the 300.00 Deposit. Thanks
Business Response /* (4000, 13, 2022/10/17) */
In good faith, we are in agreement with Ms. ******* that perhaps prior onsite staff may have misplaced a pet deposit & will be refunding her deposit + the additional penalty, for a total of $300.00.
Thank you,
Jessica H******
Regional Property Mgr.
Consumer Response /* (2000, 15, 2022/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a shame it took this long to resolve this issue. I am glad it's over because it has been a long drawn out process that should have never happened. Treat clients with respect. I would like to know how and when I will be receiving my refund? ThanksInitial Complaint
Date:08/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
First, there is wood breaking on my carport (the top part is a balcony). I was initially told it would be fixed before I moved in (January 2022) but all they have done is put another piece of wood over what was breaking. I put a work order in July 13th because the railing is coming unscrewed and there is another piece of wood breaking (the maintenance man saw it and took a picture of it) but no one has come to actually fix it. I got a call 08/15/2022 asking if my dog was put up so someone could come look at the railing. I informed them that on my work order, just like every other one I had put in, if no one is home, my dog will be put up and if someone is there, they would put the dog up. No one showed up to fix the rail.
Second, there a charge of $487.10 for attorney fees after they agreed to allow me to split my lease payment up into two payments. They posted this the day AFTER they received the money order for my balance. Attached is multiple communications with them leading up to the second payment, which was made on time, but now that I have questions regarding this charge no one is available all of a sudden to speak with me. The only time I was able to talk to Kayla in the office, she told me they filed paperwork for non payment (even though we had an agreement in place) so I asked for proof. If you file anything, it becomes public record and I should be able to find it, which I cannot. I asked Kayla to send me proof 8/2/2022 to which she asked for my email, I provided it and she said she would send it. To date (8/15/22) I haven't received any proof and she is avoiding my calls and not responding to any messages I have sent her or a letter my attorney sent on my behalf. If the charges are legal and she has proof that she legally filed something then there is no problem, but her avoiding me and refusing to show me what she filed against me seems illegal and unethical. I've even emailed and called corporate, left messages and nothing has gotten returned.Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/08/18) */
Contact Name and Title: Kailee W***** Regional Mg
Contact Phone: 501-413-0466
Contact Email: kw*****@rreafresidential.com
In regards to BBB Case#: XXXXXXXX - We are aware of the work order regarding the carport/balcony repairs. The maintenance team has tried diligently to get this issue resolved, however, the dog is not always put up. We usually have to set appointments when a work order is submitted due to the dog being aggressive toward the maintenance staff. However, this has not stopped the repair of this work order. We have reached out to a vendor to assess the balcony and they will be out Monday 8/22/2022.
In regards to the rent, our lease states in paragraph 6 that rent is due on the 1st and there is a grace period for late fees until the 3rd. Paragraph 33 states "if a resident is in default, we may file suit for Lease Contract termination or for possession after giving you three (3) days written notice of Lease Contract termination. After giving notice of Lease Contract termination, we may still accept rent, late fees or other sums due; and the filing or acceptance doesn't waive or diminish our right of eviction or any other contractual or statutory right. Accepting money at any time doesn't waive our right to damages, past or future rent, or other sums, or to file or continue with eviction proceedings."
Management never had an agreement with Ms. ***** to split the rent payments up. The assistant manager reached out to Ms. ***** on 7/6/2022 to ask about her rent payment since there wasn't any communication prior to that date and her rent was delinquent. Ms. ***** did make a partial payment, but the rent was not paid in full. Her file was sent to the attorney on 7/13/2022 to file for eviction. There was a delay in receiving the eviction paperwork back from the attorney. Ms. ***** paid her balance on 7/20/2022. On 7/21/2022 we cancelled the eviction with the attorney and we did not receive the invoice from the attorney until 7/21/2022.
For the desired resolution - we will provide Ms. ***** with the invoice received from our attorney. Also, we will communicate with Ms. ***** than an outside vendor has been contacted and will be out on Monday, 8/22/2022 to assess the balcony for repairs since this is out of scope for our onsite maintenance team.
Consumer Response /* (3000, 7, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My dog is NEVER aggressive, nor is he ever out alone if no one is home. He barks when someone knocks at the door because that is what he is supposed to do. Since 06/17/2022 someone has been at my house 24/7 so if maintenance needed to get in they would've been able to do so. They have had no problem coming for other work orders I have put in but no one has done anything about this one.
No one contacted me first regarding my late payment, I was proactive and messaged and called the office myself once I knew it would be late. It is also a complete lie that there was never an agreement, the agreement was confirmed by both Lucy and Kayla. I contacted someone by the portal 7/1/22, then again 7/5/22. I spoke with Lucy on 7/6/22 when she stated they would take my partial payment and she would notate my account but it had to be done in money order because the portal wouldn't allow me to split payments. I then talked to Kayla on 7/13/22 and she confirmed my account was notated regarding the partial payment she was just calling to see if I could pay it sooner, to which I told her I couldn't. Then she sent a text 7/20/22 to which I have attached. The attorney fee isn't the problem if it was done legally. The problem is I called MULTIPLE times and no one ever returns my calls and I've sent multiple messages on the portal to which no one responds to. This could've been solved when I talked to Kayla on 8/2/222 (when she AGAIN confirmed my account had a note regarding the partial payments) and she said she was sending proof and never did and has just decided to ignore every message and not return any of my phone calls. I most recently called on the 17th, twice and was told by Lucy Kayla was busy but would call me back by the end of the day and I told her I knew she wouldn't because she's been MIA since 8/2/22 to which Lucy apologized and assured me she would give Kayla my message.
Business Response /* (4000, 11, 2022/09/02) */
In response, to the residents response to case XXXXXXXX - After research, there was definitely miscommunication between the resident and the office staff. The text messages weren't an agreement to pay partial payments. We do apologize regarding the miscommuncation and will make it a priority to train the office team on our collection policy and how to communicate it to the residents. It is our goal to make amends with the resident, since she is a valued resident.
Consumer Response /* (3000, 18, 2022/10/09) */
The new manager, Janna, has had great communication so far. The patio still is not fixed but at least I am no longer being ignored. I still disagree with how they handled the payment situation but at least I know now moving forward.
Business Response /* (4000, 20, 2022/10/22) */
Again, we do apologize about the miscommunication about how the payment issue was handled. Communication between the resident and office staff is better now. It is our goal to have an approval for the patio repairs by next week. We will continue to communicate all of the information regarding the patio repairs to the resident as we receive new information.
Consumer Response /* (2000, 22, 2022/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Communication has greatly improved and they have let me know everything going on regarding the repairs to my unit.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.